We’ve conducted in-depth research with our global community of customer experience management leaders, to gain greater insight in to the current investment priorities of CX telecoms influencers. Contributors include the likes of Verizon, Dimelo, net2phone, Smart East Africa, who have highlighted specific examples of where their existing priorities lie and specifically, why they are focusing on these investments today.
In this report we look at the current investment priorities of a group of telecoms CX influencers as well as the 12 months ahead. Use the findings for insight on where the industry is heading so you can benchmark the results against your own progress and plan your CX strategies accordingly.
What you will discover from this report:
- 33.3% of respondents are planning to invest $250k-$500k on VoC software
- ‘AI /chat bots’ has emerged as the top CEM trend for our telecoms panel
- Customers are searching for mobility, flexibility and the value of self service at the moment they choose
- The growing demand for digital customer experiences is primarily a result of surging online sales and a growing reliance on smartphones.